Shipping policy
LUX VOD – Shipping Terms & Conditions
1. Age Verification & Legal Compliance
- By placing an order, you confirm you are 18 years or older.
- Lux Vod complies with all relevant Australian liquor licensing laws and will not deliver alcohol to anyone under 18 years of age.
- Proof of age may be required upon delivery. Delivery may be refused if appropriate ID cannot be provided.
2. Shipping Locations
- Lux Vod ships Australia-wide to all residential and business addresses.
- We do not ship internationally.
- Some remote locations may have limited delivery options or extended delivery timeframes.
3. Processing Times
- Orders are processed within 1–2 business days after payment is confirmed.
- Orders placed on weekends or public holidays will be processed on the next business day.
4. Delivery Timeframes
Estimated delivery times:
- Metro areas: 2–5 business days
- Regional areas: 3–10 business days
- Remote areas: 7–14 business days
Please note that delivery timeframes may vary during peak periods or due to carrier delays outside our control.
5. Shipping Fees
- Shipping fees are calculated at checkout based on your delivery address and the total weight of your order.
- Free shipping promotions (if applicable) will be clearly advertised on our website.
6. Delivery Requirements (Alcohol Policy)
- Deliveries must be received by a person aged 18+.
- Drivers cannot leave alcohol unattended.
- If no one aged 18+ is home, the order may be taken to a nearby collection point or returned to the depot for redelivery.
7. Authority to Leave
- Due to liquor licensing laws, Lux Vod does not allow "Authority to Leave" for alcohol products.
- All orders require a signature and age verification.
8. Order Tracking
- Once your order has been dispatched, you will receive a confirmation email with tracking information.
- Tracking updates are provided by the courier and may take up to 24 hours to appear.
9. Incorrect Address or Failed Delivery
- Customers are responsible for ensuring all delivery information is accurate.
- Orders returned to us due to an incorrect address or repeated failed delivery attempts may incur a redelivery fee.
10. Damaged or Missing Items
- If your order arrives damaged, incorrect, or with missing items, contact us within 48 hours with photos of the packaging and product.
- We will replace or refund damaged products in accordance with Australian Consumer Law.
11. Lost Parcels
- If a parcel is lost in transit, we will work with the courier to locate it.
- If the courier confirms the parcel is lost, we will issue a replacement or refund.
12. Changes or Cancellations
- Orders cannot be changed or cancelled once they have been dispatched.
- If you need to make a change, contact us immediately — we will do our best but cannot guarantee amendments.
13. Contact Us
For all shipping-related enquiries:
Email: luxvod@outlook.com
Customer Support Hours: Monday–Friday, 9am–5pm (AEST)